Communicating in Teams and Mastering Listening and Nonverbal Skills © Prentice Hall, 2005 Business Communication Essentials

Business Communication Essentials Overview of Teams Advantages Disadvantages Information and knowledge Diversity of views Acceptance of solutions Performance Groupthink Hidden agendas Free riders High costs © Prentice Hall, 2005 Business Communication Essentials

Business Communication Essentials Effective Teams Have a clear sense of purpose Communicate openly and honestly Reach decisions by consensus Think creatively Remain focused Resolve conflict effectively © Prentice Hall, 2005 Business Communication Essentials

Preparing for Meetings Decide on the purpose Select participants Choose the location Set and follow an agenda © Prentice Hall, 2005 Business Communication Essentials

Conducting and Attending Meetings Stay on track Follow procedures Encourage participation Close effectively Follow up promptly © Prentice Hall, 2005 Business Communication Essentials

Business Communication Essentials The Listening Process Receiving Interpreting Remembering Evaluating Responding © Prentice Hall, 2005 Business Communication Essentials

Business Communication Essentials Barriers to Listening Prejudgment Self-centeredness Selective listening © Prentice Hall, 2005 Business Communication Essentials

Effective Listening Strategies Find areas of interest Judge content, not delivery Keep quiet Listen for ideas Take notes © Prentice Hall, 2005 Business Communication Essentials

Business Communication Essentials Effective Listening Work at listening Block competing thoughts Paraphrase the speaker Stay open-minded Stay ahead of the speaker © Prentice Hall, 2005 Business Communication Essentials

Business Communication Essentials Using the Telephone Confidence Professionalism Communication © Prentice Hall, 2005 Business Communication Essentials

Receiving Telephone Calls Answer promptly Identify yourself Establish rapport Be positive Take messages Explain your actions © Prentice Hall, 2005 Business Communication Essentials

Making Telephone Calls Get ready Schedule the call Eliminate distractions Introduce yourself Maximize your time Maintain focus Use a positive close © Prentice Hall, 2005 Business Communication Essentials

Business Communication Essentials Using Voice Mail Store verbal messages Retrieve verbal messages Minimize time zones Reduce paperwork © Prentice Hall, 2005 Business Communication Essentials

Effective Voice Mail Greetings Be brief and accurate Sound professional Keep callers in mind Make options helpful Update your greetings Respond to calls promptly © Prentice Hall, 2005 Business Communication Essentials

Effective Voice Mail Messages Keep the message simple Sound professional Avoid personal messages Replay the message Avoid multiple messages Don’t hide behind voice mail © Prentice Hall, 2005 Business Communication Essentials

Nonverbal Communication Intent Spontaneity Honesty Efficiency © Prentice Hall, 2005 Business Communication Essentials

Types of Nonverbal Communication Facial expressions Gestures and posture Vocal characteristics Personal appearance Touching behavior Use of time and space © Prentice Hall, 2005 Business Communication Essentials

Maximizing Nonverbal Communication Avoid conflicting signals Strive for honesty Smile genuinely Maintain eye contact Monitor posture and gestures Use appropriate vocal signals © Prentice Hall, 2005 Business Communication Essentials

Maximizing Nonverbal Communication Know your audience Acknowledge comfort zones Shake hands appropriately Respect varying attitudes about time Use touch carefully Be aware of false cues © Prentice Hall, 2005 Business Communication Essentials

Business Communication Essentials Reviewing Key Points Working in teams Listening effectively Observing nonverbal communication Planning effective meetings Using telephones and voice mail © Prentice Hall, 2005 Business Communication Essentials